ALEXUS D. LEWIS

Dedicated Capital One professional with 9+ years of experience in auto finance, escalations, and customer service. Proven ability to identify trends and provide feedback that can develop associates and drive process improvements. A strong track record of fostering team collaboration and ensuring high-quality service delivery. Committed to enhancing team performance to meet and exceed business objectives.

Coaching & Team Development

• Collaborated with senior leadership to implement new processes that resolved a recurring miscommunication issue, improving agent and customer experience.
• Provided performance feedback and coaching during call listening sessions with the Senior Business Director to improve agent performance and customer experience.
• Served as a key resource for agents by providing real-time support and policy guidance, receiving peer and senior leadership recognition for effective solutions.

Process Improvement & Efficiency

• Volunteered for a problem-solving initiative for the Voice of the Associates (VOA) program.
• Created and implemented a new inbox workflow that improved task tracking and ensured the team met all service-level agreements (SLAs).
• Introduced new process ideas with management to improve overall experience for customers and agents.

Leadership & Collaboration

• Assisted the Bankruptcy Principal Coordinators team during a system outage, providing critical support for escalations and back-office tasks to ensure business continuity.
• Quality scores and received positive feedback from peers and customers, demonstrating a commitment to high-quality service and customer satisfaction.
• Received an Undergraduate Certificate with Honors from DeVry University, showcasing a commitment to continuous professional development.